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FAQ

PACKAGING

After you have chosen the appropriate treatment for your Cashmere favourite in the Allude Cashmere Clinic, we ask you to do the following:

Pack your Cashmere favourite in a box, print out your order confirmation and enclose it inside the package

SHIPPING

Send your package with a courier of your choice to the following address:

ALLUDE GmbH
Daglfinger Straße 67
81929 Munich

Cashmere Clinic

As soon as we have received your package, you will receive an email from our office. Your Cashmere favourite as well as your order will be thoroughly examined by our Allude Cashmere Clinic team. Should the damages differ from your order, we will send you an email with a link to the correct course of treatment and we will cancel your previous order. Then your order will be dealt with in our Cashmere Clinic straightaway.

The processing time of your Cashmere favourite for our Care Programms is max. 7 working days. For repairs the processing time is 3-5 weeks. Due to the high demand of our service a faster processing time is not possible. We will do our utmost to return your repaired cashmere favourite as soon as possible.

RETURNS

After treatment in the Allude Cashmere Clinic has finished, your package will be lovingly packed and sent back to you by UPS. Please let us know your desired delivery address in the ordering process. You will be notified by email when the package has left the Allude Cashmere Clinic. You can follow your package with the UPS Tracking Number.

FINALLY BACK!

Your Cashmere favourite has come back safely into your hands. We look
forward to your feedback and we wish you lots of joy wearing it!

Delivery Costs and Shipping

How high are the delivery costs and how long are the delivery times?

The delivery is made by UPS. Depending on the shipping method, delivery takes up to 5 days.
The following shipping costs apply.

Destination

Shipping Method

Delivery Cost

Delivery times (after it's been dispatched)

Germany

UPS Standard

5,50 EUR

2-3 Working days

Germany

UPS Express

19,00 EUR

1-2 Working days

EU except CH

UPS Standard

10,00 EUR

1-3 Working days

EU except CH

UPS Express

25,00 EUR

1-2 Working days

We provide free delivery with purchases starting from 300 € with UPS Standard.

We deal with and ship orders during our general business hours. These are Monday to Thursday, 9:00 until 17:00 CET and Friday, from 09:00 until 14:00 CET (excluding public holidays). The goods are ready to be shipped one day after receipt of payment at the latest. This however does not apply to the Cashmere Clinic.

Can I send a package through a postbox?

We hope you will understand that we cannot cater for postboxes.

Can I track my package?

As soon as we have sent your order, you will receive an email notification with your UPS-Tracking-Number. The email contains in it a link, which will forward you to the UPS Tracking site. There you can track the shipping of your package.

Is my order insured during shipping?

All deliveries, which are sent from the Allude Shop are insured against thief and damage caused by an accident. As soon as your delivery has been received and you´ve confirmed so in writing, the insurance protection expires. In order to guarantee insurance in the case of a return, please use the return sticker enclosed in the package. Should you pick up the package through a shipping service instead, please confirm this transfer with a signed document of receipt. Should you give the package to a UPS delivery point please also provide confirmation.
You can find your nearest UPS delivery point athttps://www.ups.com/dropoff?loc=de_DE

Payment And Reimbursement

Which payment methods does the Allude Shop accept?

PayPal:

Pay securely using PayPal. This is the fastest and most secure payment method. Once we have received payment notification from PayPal we will immediately send the goods.

PayPal additionally offers the following payment methods without prior registration:

• Visa
• Mastercard
• American Express
• Giropay

Advance payment:

You transfer the money into the account mentioned in the order confirmation.
We will dispatch the goods as soon as we have received the payment in our account.

Do I have to have or create a Paypal account in order to carry out a payment?

Having or setting up a Paypal account is not necessary to carry out a payment. During the payment process these fields can be left empty.

When will the purchase price be refunded to my account?

After an order is completed with credit card, the invoiced amount will be "preauthorized", and consequently reserved on the Allude Shop. The pre-authorization is a validation check of the credit card, whereby the availability of the order amount will be checked. The available limit of the credit card will be decreased by the preauthorized amount, and the credit card remains, for the time being, uncharged. It is only once the goods have been dispatched that the card will actually be debited, and as a result, the amount is debited through the Allude Shop. Should the order of goods be cancelled, your card will not be charged and the pre-authorization will be cancelled. Please be aware that the pre-authorization is valid for at least 7 days and its cancellation depends on the deadlines of your bank.

When will the purchase price be refunded to my account?

Please be aware that 10 to 14 days can pass between the receipt of your returns and the reimbursement of the purchase price. After we have received your returns, we will inform you of the incoming credit note. The time of the payment refunding depends on the respective credit card. However this normally happens within the space of two credit card statements.

If the recipient stated in the order of the article does not agree with the buyer of the goods, the debited amount will always be refunded to the buyer and the cards or the account holder.

The reimbursement happens in the same currency as the purchase. Any losses incurred due to changes in the exchange rate will not be refunded.

Returns and Exchanges

How can I send back an order?

If you are not happy with a product or if you would like to exchange it for another size, you can do this within 14 days after receipt of the goods. In order to secure the returns procedure please follow these specific steps:

Write an email to [email protected] and let us know your returns request. Please always quote your order number in the subject of the email. You will receive a reply via email from our Service Team with a returns number (RN).

Your assigned RN must be attached to your return and must be written on the top of the returns consignment note. Please be aware that without RN, your return cannot be classified and therefore cannot be not dealt with.

Please stick the enclosed returns consignment note (UPS sticker with barcode) onto your package. The following address should be on the package:

Allude GmbH
Retour
Daglfinger Straße 67
81929 München

Contact our logistics partner (UPS contact details are given below) to arrange a collection of your package and then hand this over to the UPS-driver.

In compliance with the above mentioned steps, all returned items will be credited to the buyer´s credit card or to your account, minus the shipping costs. The return takes place in compliance with the above mentioned points at our expense and risk. Allude GmbH is not responsible for items which are not sent back with the form as described above.

Please be aware that all items ordered from Allude Women, Allude Men, Allude Home, Allude Baby and Allude Accessories Collection come with a reimbursement label secured with a disposable seal. Should the item be used, worn, washed, damaged or the reimbursement label is no longer secured with the disposable seal, then Allude GmbH is not obliged to take the items back. Please also note that several returned items need only be sent back in one package.

Is my return free?

Free return shipping is only possible within the EU.

If you would like the opportunity of using free return shipping, then the items must be sent back with our Logistics partner UPS. This requires that the enclosed consignment note (UPS sticker with barcode) is used. To arrange a collection time of your choice, please get in touch with our Logistics partner UPS. Please write down the tracking number of your return for any questions.

What do I do if my consignment note is damaged or non-existent?

Should the consignment note in your package be damaged or no longer there, then please get in touch with our Customer Services [email protected] or ring our Shop-Helpline on +49 89 21 11 72 71, Monday to Friday, 09:00 until 17:00 CET and Fridays from 09:00 until 14:00 CET (excluding public holidays).

How can I contact UPS?

Contact the UPS-Logistics Partner in order to arrange a pick-up date on the following service number:

If you wish to return or exchange an article you can send it back within 14 days from the date you received your order. Please be aware that we can only exchange an item for the same item in a different size. Unfortunately, it is not possible to exchange an item for a different one. The new size will be dispatched as soon as we have received the article that is being exchanged. Please follow the steps below to return your purchase successfully:

Write an email to [email protected] and let us know your returns request. Please always quote your order number in the subject of the email. You will receive a reply via email from our Service Team with a returns number (RN).

Your assigned RN must be attached to your return and must be written on the top of the returns consignment note. Please be aware that without RN, your return cannot be classified and therefore cannot be not dealt with.

Please stick the enclosed returns consignment note (UPS sticker with barcode) onto your package. The following address should be on the package:

Allude GmbH
Retour
Daglfinger Straße 67
81929 München

Contact our logistics partner (UPS contact details are given below) to arrange a collection of your package and then hand this over to the UPS-driver.

Please be aware that all items ordered from Allude Women, Allude Men, Allude Home, Allude Baby and Allude Accessories Collection come with a reimbursement label secured with a disposable seal. Should the item be used, worn, washed, damaged or
the reimbursement label is no longer secured with the disposable seal, then Allude GmbH is not obliged to take the items back. Please also note that several returned items need only be sent back in one package.

Should you wish to receive a refund of the price gap between the two items exchanged, which are differently priced, this is unfortunately not possible due to administrative reasons. In this case, please return the item you no longer desire and proceed with a new order of the item you wish to buy.

Can I exchange several items from my order?

You can exchange as many items as you wish, as long as they conform to our exchange policy. However Allude only accepts the return costs for as many packages as received packages. Additional return costs are not accepted by Allude.

Can I make a return from another country than the buyer-country?

Returns can only be carried out from the respective supplier country.

If the delivery was sent to Germany, for example, then the return can only be arranged from Germany. It must also be pointed out that shipping costs will not be refunded in the case of returns. However, if the shipping occurs in a different country, then the customer bears the cost of returning.

Further information on our return policy can be found in our terms and conditions.

What do I do when my order has been delivered faulty or damaged?

If your item has been delivered faulty or damaged, do please get in touch with our Services department straight away. We will of course take back this item, and if necessary arrange for an exchange, complete the order or refund the price of the item immediately.

After you have got in touch with us, follow the following steps in order to secure a successful return.

If your item has been delivered faulty or damaged when you receive it simply contact us and follow the steps below for a possible return.

Write an email to [email protected] and let us know your returns request. Please always quote your order number in the subject of the email. You will receive a reply via email from our Service Team with a returns number (RN).

Your assigned RN must be attached to your return and must be written on the top of the returns consignment note. Please be aware that without RN, your return cannot be classified and therefore cannot be not dealt with.

Please stick the enclosed returns consignment note (UPS sticker with barcode) onto your package. The following address should be on the package:

Allude GmbH
Retour
Daglfinger Straße 67
81929 München

Contact our logistics partner (UPS contact details are given below) to arrange a collection of your package and then hand this over to the UPS-driver.

Customer Account and Password

How can I set up a customer account?

You can set up a customer account very easily by going to the top of our Homepage allude-cashmere.com/shop and by clicking on Register. A new site is then opened in the same window. Here you can register. When creating a new customer account we just need your name, address, email address and a password of your choice. You can change your personal details at any time. Of course, this data will not be passed on to third parties.

How can I change my personal details?

In order to change your personal details you just need to log in at alludecashmere.com/shop and click "Login", with your email address and password. By clicking on "Billing and delivery address" you will see an overview of your details. Here you can edit your details under the headings "Billing address", "Delivery address" or "Change password".

I have forgotten my password. What can I do?

Click on the upper part of our Allude Shop under "Login". Click on "Forgotten password?" and enter your email address. Within a short space of time you will receive an email with your new login details. Login with these new details, whereby the exact notation must be used. Then change your password under the section "My Account" and then "Change password".

Can I complete an order, without setting up a customer account?

You can of course also order at the Allude Shop without having to create a customer account. When you have placed the desired article into the shopping basket, you will be transferred to "To Checkout". Click on this link. On the following page you can complete an order as a Guest. After you have submitted your address details, as well as securing the Shipping and Payment methods for your order, you are liable to pay for your order.

Newsletter

How can I subscribe to your newsletter?

In order to register for our newsletter you will find a field on our Homepage in which you can enter your email address. By clicking on "Subscribe" you will be transferred to the next step. Here give your title and name. By clicking on "Send" you will receive an email in which you confirm that you wish to receive the Newsletter. You can, of course, unsubscribe at any time.

How can I unsubscribe from your newsletter?

You can unsubscribe from our newsletter at any time. This is easily done. At the bottom of our Homepage enter your email into the field "Allude newsletter" and click on Subscription. On the next page select the "Cancel" field and press send. You are now unsubscribed from the "Allude newsletter".

Your concern was not there?

For additional information or for any further questions please feel free to go on [email protected] or ring us on our Shop Helpline at +49 89 21 11 72 71, Monday to Thursday, 09:00 until 17:00 CET and Fridays from 09:00 until 14:00 CET (except public holidays).